IT Support Technician

For further inquiries regarding the following opportunity, please contact one of our Talent Specialists:

• The Computing, Environment, and Life Sciences (CELS) directorate at the client seek a motivated and talented technical support individual to provide technical support assistance to its users, particularly for accounts, access, and other Tier-1 support matters. The individual will be a member of the CELS Research Computing teams.

2.0 Scope

• The contractor is expected to provide tier-1 technical support for customers with various questions and issues regarding user accounts, access and login to computer systems, and creating documentation to guide customers on how to efficiently use our IT service and computer resources.

3.0 Objectives

• Provide technical support for computer systems and users.

4.0 Tasks and Delivery

• Responsible for assisting users with the account signup, renewal, and reactivation process for access to resources.
• Responsible for providing technical support for usage of macOS and Windows OS computers.
• Responsible for maintaining macOS computer record enrollments in Apple Business Manager and JAMF Pro.
• Responsible for providing access to projects, groups, mailing lists, and Slack.
• Responsible for debugging issues with multi-factor authentication setup.
• Responsible for Improving existing helpdesk service processes where applicable.
• Responsible for tier-1 point of contact for all user issues, reviewing each ticket and elevating priority by triaging queries to the appropriate SME groups.
• Responsible for creating documentation related to getting started guides for account, project access, and usage of IT services.
• Responsible for onboarding new users at the facility/directorate.
• Responsible for assisting with user communication as appropriate.
• Responsible for updating and tracking customer-reported issues from submission to resolution.
• Responsible for the fulfillment of IT service catalog requests from customers.
• MacOS support is required for this position.

5.0 Required Knowledge, Skills, and Abilities

• 2 or more years of experience working in a technical support role provide Tier-1 or Tier-2 support
• Bachelor's degree in Computer Science, Information Technology, or related field
• Excellent interpersonal skills and ability to work effectively with a wide range of users and stakeholders
• Strong verbal and written communication skills
• Strong testing and troubleshooting skills to identify process bottlenecks
• Self-starter and a team player
• Hands-on knowledge using ticketing software (eg. ServiceNow)
• Some experience working in UNIX/Linux environments
• Some working knowledge of shell scripting or other coding experience

7.0 Work Schedule

• The contractor is expected to work a standard 40-hour week, 8 hours daily.
• Laboratory work hours are Monday through Friday, 9:00 AM to 5:30 PM, excluding client holidays.

8.0 Technical Direction of Work

The contractor will take direction from the CELS IT Service Operations Manager.

9.0 Task and Time Reporting

Timesheets will be submitted on a weekly basis and will be approved by client

10.0 Government-Furnished Property

macOS laptop computer will be provided to the contractor to fulfill contract requirements.

11.0 Security Requirements

Access to Client Business Information Systems

12.0 Computer Protection Program

The contractor(s) may have root access to government computers and/or Business Information Systems. The contractor(s) shall adhere to all policies and procedures of the client Computer Protection Program, must not bypass any procedures established to protect data, applications, hardware, or communications at client, must maintain a work environment that will satisfy audit, privacy, and protection requirements, and must report any findings of inadequacies to the technical contact and the Client Cyber Security Representative.